Strategy & Product Owner Conversational AI (Non-Technical)

The Opportunity

Strategy & Product Owner Conversational AI Agents

We’re Customer Experience Design & Platforms, a customer‑oriented and product‑minded team who’s shaping the future of TELUS’ best‑in‑class customer experience. We design end‑to‑end customer journeys that maximize both customer satisfaction and business outcomes through the right combination of our AI‑powered technology platforms and the human touch.

You will be the Business Strategy Product Owner for our voice and chat Conversational AI Agents on the Google Gemini Enterprise for Customer Experience (GECx) and Google Dialogflow CX platforms. You’ll design and evolve our strategy, define our feature roadmap, and set our priorities to achieve our business goals. Then you’ll collaborate with our architects and developers to bring that vision to life through continuous iterations. You’ll also be the connecting tissue between technical and business stakeholders helping translate business goals into technical solutions and vice‑versa. Collectively, we’ll transform highly complex technology into exceptional experiences for our customers and team members.

While this is a non‑technical role, knowledge of the Google CX platforms is required and technical skills are welcome. This is a senior‑level individual contributor role that will report to the Manager of Customer Experience Design and Platforms.

Here’s How

• Strategy & Product Design: Drive the product vision and strategy for voice and chat Conversational AI Agents on GECx and Dialogflow CX, translating business objectives into compelling product designs that enhance customer experience.
• Data‑Driven Product Strategy: Develop robust business cases grounded in customer research, user‑centric service design methodologies, and analytics to guide investment decisions and product roadmap prioritization.
• Backlog & Requirements Management: Own and prioritize the product development backlog while creating comprehensive business requirements that align engineering efforts with strategic goals and customer needs.
• Cross‑Functional Collaboration: Partner closely with product engineering and development teams to ensure seamless strategy execution, risk management, and prompt identification and removal of blockers, maintaining alignment between business objectives, technical capabilities, and customer outcomes throughout the development lifecycle.
• Customer‑Centric Research: Conduct in‑depth customer research activities using user‑centric service design methodologies to uncover insights that inform product strategy, business requirements, and competitive differentiation for conversational AI solutions.
• Thought Leadership: Keep the pulse on the latest technology innovations and provide thought leadership to peers and the leadership team while vulgarising these new technologies capabilities.

What You Bring

• Demonstrated experience with voice and chat conversational AI platforms, preferably with GECx, Dialogflow CX, or comparable enterprise AI solutions.
• Proven ability to develop and execute product strategies, manage complex product roadmaps, and translate business vision into actionable product initiatives, preferably in a matrix organisation.
• Strong analytical skills with experience leveraging customer data, market research, and business metrics to inform strategic decisions, validate assumptions, and build compelling business cases.
• Hands‑on experience conducting customer discovery, user research, and applying user‑centric service design methodologies to uncover insights and drive product innovation.
• Demonstrated ability to collaborate effectively with engineering, product, design, and business teams, influence without direct authority, and navigate complex organisational dynamics to drive alignment and execution.

Great‑to‑haves

• Certification in Google Gemini Enterprise for Customer Experience (GECx), Google Dialogflow CX, or comparable enterprise AI solutions.
• Certification in project management and/or change management (e.g. PMP, Six Sigma, Agile PMI‑ACP, AgilePM, CSM, Prosci, CCMP).
• Familiarity with the Canadian telecommunications, entertainment and technology market.
• Knowledge of French.

Don’t have everything we listed above? Don’t let that dissuade you! Attitude, motivation, and a willingness to collaborate are the most important things we are looking for. So if you think you have what it takes, please apply!

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.

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